From e19f3661ee3fd51a9642b3441e23f0c9b584115f Mon Sep 17 00:00:00 2001 From: yenchiafeng Date: Thu, 11 Dec 2025 09:42:20 -0800 Subject: [PATCH] docs: Add How to Handle Customer Questions About Unauthorized Call Charges --- ...r-questions-about-unauthorized-call-cha.md | 130 ++++++++++++++++++ 1 file changed, 130 insertions(+) create mode 100644 docs/tools/how-to-handle-customer-questions-about-unauthorized-call-cha.md diff --git a/docs/tools/how-to-handle-customer-questions-about-unauthorized-call-cha.md b/docs/tools/how-to-handle-customer-questions-about-unauthorized-call-cha.md new file mode 100644 index 0000000..b6e6b0d --- /dev/null +++ b/docs/tools/how-to-handle-customer-questions-about-unauthorized-call-cha.md @@ -0,0 +1,130 @@ +# How to Handle Customer Questions About Unauthorized Call Charges + +## Overview + +This guide explains the current recommended approach when a customer asks why they are being charged for calls they did not authorize, including when to present billing information and when to escalate to a live agent. + +## Prerequisites + +- Access to the customer’s billing information (e.g., bill overview cards or billing routines in your customer support tool). +- Ability to escalate the conversation to a live agent. +- Familiarity with existing billing routines and conversation design patterns in your support system. + +> Note: “CH” and “tool calls” were referenced but not defined in the original discussion. This guide assumes they refer to internal tools or APIs that might provide usage details. As of the latest information, there is no specific tool that surfaces “unauthorized usage” details automatically. + +## Current Recommended Handling Flow + +1. **Acknowledge the concern (empathy first)** + - Recognize that the customer is concerned about charges they do not recognize or did not authorize. + - Use language that is clear and empathetic, avoiding overly robotic phrasing. + +2. **Present bill information first** + - Follow the current recommendation: + - Provide a **bill overview** and any available **bill cards** or billing breakdowns. + - Help the customer understand where the charges are coming from (dates, numbers called, duration, cost, etc., as available in your system). + - Explain that you are showing the detailed bill so they can review the specific calls and charges in question. + +3. **Check for tools that might indicate unauthorized usage** + - As of now, there is **no dedicated tool or feature** that automatically identifies or flags “unauthorized usage”: + - “Nothing as of today” indicates that neither Conversation Handler (CH) nor other internal tool calls provide explicit “unauthorized usage” information. + - You may still use internal tools to: + - Retrieve call logs or usage records. + - Confirm whether the charges are consistent with normal account activity. + - Clearly communicate that you are reviewing available usage details, but that the system does not automatically label calls as “unauthorized.” + +4. **Escalate to a live agent when appropriate** + - If the customer: + - Reviews the bill information and **still disputes the charges**, or + - **Explicitly asks** to speak with a person or escalate, + then **escalate to a live agent**. + - The current guidance is: + - **First**: Show bill information and attempt to clarify. + - **Then**: Escalate **only when the customer asks again** or remains unsatisfied. + - When escalating, provide the agent with: + - A summary of the customer’s concern (unauthorized calls/charges). + - Any relevant billing details you have already shown to the customer. + - Notes on what explanations have already been provided. + +5. **Maintain empathetic, non-robotic responses** + - There is a known concern that existing billing routines and bill cards can feel “robotic” and not very empathetic. + - Until conversation design is updated: + - Add brief, human-like explanations around the bill cards. + - Use phrases that acknowledge frustration and uncertainty (e.g., “I understand these charges are unexpected and concerning. Let me walk you through what I can see on your bill.”). + +## Important Notes and Caveats + +- **No automated “unauthorized usage” detection** + - As of the latest information, there is **no feature** in Conversation Handler (CH) or other internal tools that: + - Automatically identifies calls as “unauthorized,” or + - Distinguishes between authorized and unauthorized usage. + - Any determination of “unauthorized” use must be handled by a **live agent** following internal fraud or dispute procedures. + +- **Conversation design is under review** + - Concerns about robotic or non-empathetic responses have been acknowledged. + - Future **conversation design updates** and **routine refactoring** are expected to: + - Improve empathy in billing-related flows. + - Possibly refine when and how escalation is triggered. + +- **Guidance may change** + - This process reflects the current state (“nothing as of today” for unauthorized usage tools). + - Check internal documentation or release notes regularly for: + - New tools or APIs related to fraud/unauthorized usage. + - Updated escalation policies. + +## Troubleshooting and Common Issues + +### Issue 1: Customer feels responses are robotic or unhelpful + +**Symptoms:** +- Customer repeats the same concern (“I didn’t authorize these calls”) after seeing bill details. +- Customer expresses frustration with “generic” or “scripted” answers. + +**What to do:** +- Add a brief, personalized explanation before or after bill cards: + - Acknowledge their concern directly. + - Clarify what you can and cannot see in the system. +- If the customer remains dissatisfied or asks again: + - **Escalate to a live agent**. + +### Issue 2: Customer asks if there is a tool that shows unauthorized usage + +**Symptoms:** +- Customer explicitly asks: “Can you see if these calls were unauthorized?” or “Do you have a tool that shows fraud?” + +**What to do:** +- Be transparent: + - Explain that the system shows **usage and charges**, but does **not label calls as authorized or unauthorized**. +- Offer next steps: + - Suggest a review by a live agent if they believe the charges are fraudulent or unauthorized. + - Escalate according to your standard dispute or fraud-handling process. + +### Issue 3: Unclear internal terminology (e.g., “CH”, “tool calls”) + +**Symptoms:** +- Internal documentation or colleagues refer to “CH” or “tool calls” without definition. + +**What to do:** +- Confirm internally: + - What “CH” stands for (likely “Conversation Handler” or similar). + - Which specific tools or APIs are available for call and billing data. +- Update your local team documentation: + - Clearly define these terms. + - Document any new capabilities as they are introduced. + +## Additional Information Needed (Current Gaps) + +To fully standardize and improve this flow, the following information would be helpful but is not yet defined in the original discussion: + +- Exact name and capabilities of “CH” and any related tools: + - What data they expose (call logs, geolocation, device info, etc.). + - Whether any fraud or anomaly detection is planned. +- Formal escalation criteria: + - Specific triggers for immediate escalation vs. “show bill first, escalate on second request.” +- Updated conversation design guidelines: + - Approved empathetic phrasing for billing disputes. + - Standard scripts for suspected fraud or unauthorized usage. + +Until these details are clarified, follow the current approach: show bill information first, respond empathetically, and escalate to a live agent when the customer remains concerned or explicitly requests escalation. + +--- +*Source: [Original Slack thread](https://distylai.slack.com/archives/impl-tower-billing/p1755213033451109)*